Writing file 4
Responding to an enquiry
1 Look at this response to a letter of enquiry.
1 How well do Tony and Claude know each other?
How do you know?
2 What information does the letter not include?
a Information about availability of the product
b Prices and delivery details
c Details of a special offer
d Details of a promotional event
e A general description of the product
AEK Software Plc 
Berlin
Tony Fuchs
Promotech
Unit 
The Sidlings
Aylesbury
H VF
6 February
Re: Enquiry about the new operating system.
Dear Mr Fuchs
Thank you for your letter dated 29.01 asking about
our new operating systems. As you know from our
previous communications, the new system will be
launched in May this year.
The purpose of the system is to make day-to-day
use quicker and more intuitive. In other words,
we want the user to be able to find everything at
their fingertips. The new system is significantly
different from the one that is currently in use.
As you point out, one downside is the need for
initial training. The good news is that as part of
an introductory offer, all purchasers of the new
operating system will be offered a free on-site
training day with one of our developers.
You might be interested to know that there will
be a preview of the system at an open day at our
offices in April.
Please find enclosed the latest information leaflets
as you requested and an invitation to the open
day mentioned above. If you have any further
questions please do not hesitate to contact me.
Yours sincerely
Claude Fischer
Sales and Marketing Manager
2 From the information contained in the reply,
what do you think the original letter of enquiry
said? Do you think this is a positive response?
Why / Why not?
© Oxford University Press 2008
3 Match these words and expressions from the text
with a definition 1–5.
intuitive    at their fingertips    significantly
downsides    hesitate
1 ready and easy to use:
2 the disadvantages or negative aspects:
3 to pause before you do something:
4 ability to know something by using feelings not
facts:
5 in a way that is large enough to be important:
4 What is the purpose of each of the five paragraphs
in the letter?
5 Underline words or phrases in the letter that help
the writer to do these things.
1 Welcome the enquiry.
2 Acknowledge points in the original enquiry.
3 Try to avoid using the first person: I or me.
4 Refer to something that has already been talked
about.
5 Introduce solutions.
6 Introduce a special offer / invitation.
7 Mention enclosures / attachments.
8 Invite further contact.
6 Read the short letter of enquiry below and
highlight the areas that you would need to
address when you are replying to it.
Dear Sir / Madam
I was recently sent a password and username
for your Internet banking website, however I
have managed to lose it. Would it be possible for
you to send the password again or will I have to
re-register at the local branch?
Also, once I have access to the website will I be
able to set up regular cash transfers overseas
online?
Thank you for your prompt response.
Yours
Candace Park
7 Reply to the letter above. Make sure you answer
the questions and give reasons. Also make sure
you take the opportunity to introduce a special
offer to the customer.
Business Result Intermediate